I've written about this before... This past weekend I've come to realize that the decline of customer service has continued it's course unabated. In the period of less than 24 hours we had problems with Pizza Delivery, a drive thru coffee place and Taco Bell. The first situation happened Friday evening.
We had decided to have pizza delivered. As we didn't have any cash in our hand we had to opt for the pizza place that would take our credit card over the phone. I called Papa John's and a teenage girl took my order. She said it would be 30 - 35 minute. 45 minutes later I called to ask about the pizza. She said that the delivery guy had just left with it. After 1 hour I called again. The same, or similar pizza g irl answered the phone and said they've been pretty busy and the pizza guy had just left.
I seem to notice a pattern here...
6 Minuted later, the Pizza guy arrives... YEAH!!! All hail the pizza guy. The kids were jumping for joy, the dogs were bouncing around with the prospect of Brielle tossing 90% of her pizza on the floor.
I tipped the guy on the credit card slip and away he went.
We opened the pizza's and found them both to be luke warm.
I wasn't too pleased, Holly was much more upset.
I called again and got one of the two girls I had been speaking with earlier. Of course they gave use the run around that it was a busy night... yada yada yada... Still that's no excuse for cold pizza. They were going to give us free stuff... As unlikely as that would be to redeem, we chose to have them credit our credit card. The girls decided to blame the delivery guy as he was the reason that the pizza was cold. So we asked that the entire amount be credited back to our card. This wasn't too much to ask...
The girl wasn't sure how to do this in the system so she covered the phone (unsuccessfully) and asked a co-worker. Her co-worker unthinkingly says F-Her. (As you can imagine she said the real deal not the edited version I placed here...)
As gasoline poured on a flame flares up, my wife followed suit. Appalled at the mistreatment by the teeny-bopper, Holly called them out on the comment. She explained to them that she has never been so mistreated in a situation where the business was clearly at fault and then the insulting comments was just the icing on teh cake...
I know what you are thinking. For crying out loud Matt, you live in New York. Of COURSE they are going to be surly and using all kind of expletives.
I took this under consideration and while yes, we do live in New York, this really isn't how people are on Long Island. Maybe in the city, but I live 60 miles from the city...
So putting the fear of God into the young ladies, she did not blame the girl asking the question, Holly made a point to get the managers name who was conveniently on vacation. For now I'm not sure if Holly will contact the manager but we'll see.
I'll save the other two issues for the next entry. I can see the next big training seminars gearing up for customer service training. It's pretty sad that you have to teach people basic human kindness and interaction. Oh, and maybe a touch of work ethic... Maybe too much to ask...
Does anyone remember the days of "your pizza is there in 30 minutes or it's free"??? I guess that gimmic died long ago...
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